time type Full time
posted on Posted Today
time left to apply End Date: January 31, 2025 (30+ days left to apply)
job requisition id JR40000923
POSITION TITLE Customer Service Administrator NQ FIRE
DEPARTMENT / DIVISION Chubb Fire and Security
DATE December 2024
REPORTS TO Branch Manager/ Reginal manager
POSITIONS REPORTING TO THIS ONE None
JOB PURPOSE To provide administration support to the CFS Branch, Supervisors, and Technicians and to assist with all customer enquiries (internal and external).
INTERNAL STAKEHOLDERS Commercial ManagerService Delivery TeamSDC TeamNAC TeamBranch ManagerService field techsCRITICAL RESULTS Customer Service Team Provide first call resolution to customer requirementsMake and receive Phone calls, emails, for internal and external clients/ suppliersAction tasks from communicationsReview operating software system/service management systems, generate defect quotes from detail in tech work reports, electronic and hard copies, where required.Generate sales/quote and notices from information supplied.Work with internal providers, NAC, SDC to ensure site information, work orders etc are logged.Update, modify and create customer service profiles, records and actions for maintenances and reactive tasks, for local and national clientsProvide telephone and Email customer service to ensure service levels within the region assists in building customer relationships.Ensure all communications, verbal and written are effectively closed out to satisfaction of internal and external customers.Work closely with Customers, Branch, Territory and State Managers, Supervisors and Major Account administrators/sales staff to identify customer service problems and work to resolve them.Provided support, advice and assistance to team, in all areas where reasonably required.General Branch administration, Timesheets, account payable/receivable, reports, invoicing, purchase orders, account reconciliation, leave planning, and on-call rosters.Review call logging register and ensure customer enquiries are actioned and closed off within acceptable timeframes.Actively assist supervisors with day-to-day admin support with customer enquiries.Using price list, software applications and guidance of management.Maintain registers and database information for branch use.Prompt completion of maintenance and installation certificates as required by local govt councils.Provide products counter sales service, as required (internal and external clients).Complete tasks that may be required from time to time, to ensure customer satisfaction and branch requirements, as required (internal and external clients).Processing Team CFS contracts site maintenanceWork with internal providers SDC/NAC to ensure database accuracy, local and national teams.ProjectsProject set-upMaintenanceInvoicingVariation ProcessingContract Administration.Manuals/ FilingServiceResolving all customer invoice disputes generated by the CFS Service BusinessAll timesheets and annual leave forms are promptly consolidated and submitted to payroll each week.Adequate stationery levels are maintained for all AS1851 requirements.Ensure all service supporting documentation required for National Accounts are submitted weekly or prior to the last day of EOM.Planning and coordination of all service tasks for team, i.e. Testing and Reactive works, including stock control.Attend toolbox meetings to resolve issues affecting administration and customer process.Order and administrate Warehouse orders, deliveries and supplies for team, branch.Provide support and training to others, in service duties/tasks.Learn new process and procedures implemented by company at time to time.Administer technician licence, induction procedures and tools.Prioritise, consult, advise and administer tasks to the requirements set by Branch/ Regional manager/ company from time to time.Provide advice and input on any safety concerns.PERSON SPECIFICATIONInitiative – a predisposition to take action, to improve results or create opportunities.Information seeking – curiosity and the desire to acquire broad as well as specific information to get to the bottom of issues.Achievement motivation – a concern for working well or competing against a standard of excellence.Customer service orientation – a desire to help or serve others by discovering and then meeting their needs.Analytical thinking – the ability to understand situations and solve problems by breaking them down and thinking about them in a systematic and logical way.Teamwork and co-operation – the ability to work and to get others to work co-operatively.Self-control – the ability to maintain self-control when faced with emotional or stressful situations.Flexibility – to ability to adapt to and work effectively within a variety of situations.Be confident to discuss and communicate concerns and issues with management.Endeavor to work in harmony and in a positive manner for all team and client interactions.Provide first call resolution to customer requirements.Improve quality and efficiency in all areas of CSC throughput.Tools & resources to be interacted with in role & position Phone – Mobile and WebComputer - LaptopSoftware systems – service tool, accounting and warehouse tool – Field one, Pronto, Accenture, etc.Customer portals – web basedLogbooks and compliance formsStock order and supplier invoicesTechnician, suppliers, customer and internal staff, local and nationalRole Dimensions: CFS Townsville & Mt Isa and immediate regions
Additional Information About Us, Our Culture & What We Can Offer You Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems.
We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.
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About UsWhen you join Chubb, you join a business that has been providing fire safety and security solutions and services for more than 200 years.
This heritage inspires us to be innovative; we've become experts at adapting to new technologies and now work for organisations of all sizes and sectors around the world.
Our localised, personal service is delivered through an expansive global network that includes 12,000+ experts, each one focused on protecting, securing and optimising facilities and operations.
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